Costa Coffee
Reviews and Complaints

On 19th September 2019 I visited Costa at the hospital in the above address.
I said at the time I was served that my Chai Latte did not look or taste right. It was taken away and 'modified' but I was sure it was still not right.
Within a few hours of drinking the Chai Latte I was feeling unwell and today, 20th September 2019, I have had a very upset stomach and a case of diarrhea. I am too unwell to leave my home for a doctor's visit but I am convinced it is the drink that has given me this bug. I had nothing else yesterday to explain my symptoms.
I will be attempting an emergency appointment at my surgery later today or, if my symptoms worsen, I will be visiting the hospital.
I could clearly see that care was not being taken while drinks were made and the whole experience was rushed and unfriendly.
Please look at this unit asap before a major outbreak at the hospital.

In a number of occasions I have gone into a costa coffee shop 40 mins before closing and was told I could not have a hot sandwich. I have sent this same complaint more than once and never heard anything back.
I see other shops that serve up to closing time. Why have a closing time if people can't eat up to a reasonable time before closing. This is the costa in Manor Mills Maynooth Co Kildare Ireland

Hi
I order a medium cappuccino almost everyday from costa in and around london. Most of my business meetings happen at costas as well

The last few weeks the medium cappuccino I have been having has so much foamin it and less coffee. About 1/3 of the cup is foam. The 2nd complaint as soon as you launched the stronger beans for extra money the normal beans seems weaker.

Its quite ridiculous as I am frequent buyer of costa coffee but not getting my values worth anymore.

I just encountered a hair in my date and fig cake at the Costa Coffee outlet at Terminal 2, Chhatrapati Shivaji International Airport, Mumbai.
This is entirely unacceptable. Costa Coffee is supposed to be a top brand of coffee chains and its outlet at the International Airport should all the more maintain a standard code of hygiene and quality.
Having a huge hair smack dab in the middle of your cake is not something you would want in the morning, right before your travel. This makes me wary of the other products that the chain offers.
Costa Coffee is definitely not one for the trustworthy eateries for me from now on.

Ordered dble chocolate drink, cashier (Bayan) didn't ask what size I want so she opted for a bigger size, she charged an (extra chocolate fudge) which I didn't ask for.
This is a scam, unaccessible from such a reputable brand, this is reaching into my pocket and taking money without my permission.
I'll I tell this to everyone I know, will never recommend this place. Will never come back, this is unfortunate and bad for your reputation.
Late was un drinkable, was pure milk... And when I asked him to adjust it, he poured in double shots, so it became too strong!

On the 1st Aug 2019 I visited Costa Coffee in Faro Airport, Portugal. I bought 2 coffees. When I paid for my order at the till, I asked for my Costa Coffee points and was informed by Barister that I couldn't have them as it was franchised. I think this is not acceptable, as I have never been made aware that you can't collect points in a franchise. I only purchased the coffees in the Costa as I was expecting to collect the points, so I could meet the points target for a free coffee (this offer has now finished 04/08). I am highly disappointed by this, and would like the points adding to my card and I would like to be offered a free coffee, as this is what I would have received if you allowed me the points. Please see attached images of my receipts as proof of purchase.

Dear Sir / Madam,

I am writing this Letter to express my dissatisfaction about the way of receiving a custom in coastal branch located in Kuwait airport.

This incident started when I came to order for my drink before I go to my flight I came here at 4:20 AM and the girl told me to come back after 5 AM I choosing to wait upstairs till that time and suddenly family of a lady and her daughters came to this Floor with a tray of sandwiches, coffee and water from Costa.

I went down to ask that girl to serve my coffee then she told me again to come back after 5 AM actually I was Feeling bad because she just served another customer and I told her about this, the only thing she said is come back after 5 AM.

I wanted to raise this complain because I felt bad about the situation and in order for you to maintain the customer satisfaction.

Thank you

Terrible service by staff that are not trained to make the drinks. Frostini cream was wiped off the top of the plastic cup with her thumb and she was surprised when I asked her to change it! Terrible attitude and over 20 minutes to be served very baldly.
This place is lacking in hygiene and has no idea about customer service! Avoid if possible. A disgrace to the Costa name.l and total waster of €26.00 as we couldn't even sink our drinks (had we wanted to..) given by the time we had received them we had to leave to catch our train.

18th July 2019 14.30 approx

Elmer's End Tesco Costa outlet

Dear Sir/Madam

I went to your outlet on the above date to have a quick snack as I do quite often, the sandwich/rolls display unit has now been changed.

I chose two bacon rolls from the area labelled bacon rolls and gave them to the counter staff to heat up, ordered my tea and sat down.

When the rolls were served, they were of some concoction which definitely was not bacon; I queried this as I thought they may have been for someone else but, no, I was assured it was my order. When I pointed out to the server that they were from the bacon roll compartment she, said

"that I should have checked as sometimes children picked up the products and moved them around, and she did not have time to check that they were in the correct place".

What happened to customers rights here? I should have been offered a refund or a replacement correct order. Not a very good advert for "The Nations favourite coffee shop" is it? Food should be behind a screen as it used to be, so children cannot handle it. I am mindful to take this to trading standards but will hold back pending your explanation and what you intend to do for me to resolve this matter.

I am also somewhat surprised, as Costa coffee is now owned by an American company who, I know, always look after customers and any complaint of this nature would have been resolved quickly and with dignity at the time had I been in the USA.

Yours faithfully

Mr P Blackburn
2 Langley Road
Beckenham
BR3 4AD

It is totally unacceptable to allow people to smoke inside the closed areas of Coasta's halls. They provide around 2 tables for non smokers right beside the smokers inside the same closed area. How is that possible! Whenever I am studying, working or had to take my kids I am suffocating from the smoke and sometimes I have to leave.
I believe this act is against respecting others freedom and care of health.
I would highly appreciate if I will receive a feedback concerning my complain to determine whether I will be able 5o visit any of your branches located in Egypt ever again.
Thank you in advance.
Doaa ElKarmouty
Doaa.[protected]@gmail.com

I have Costa Coffee in my organisation ( Artemis Hospital). Previously i had a great experience with Costa but here team is unprofessional, unfriendly and they do not know how to take care of a customer. Regarding quality and quantity as well its degraded here. I never had such a terrible costa coffee ever. Kindly pay attention to the degrading brand unless too late to fix.

In my recent visit to Costa at Empire Way, Wembley Park yesterday 29/06/2019, I had the worst experience I have ever had in a Costa Cafe. I have been going to this Costa for 3 years now (since its opening) and I have always been delighted by the service and the friendly staff. Since the arrival of the new manager (Vira) we noticed how rude he is with the customers. I always have a brief friendly chat with the staff whenever I order my coffee but yesterday the manager was so disrespectful to me and my wife as he came to us and in front of everyone he was saying not ever talk with the staff otherwise they would loose their job. This is definitely despicable and not acceptable at all. He doesn't have the right to say that and above all shouting in front of other customers who know us is absolutely wrong. We really feel uncomfortable to go to this Costa again. Further more other usual customers shared with us the same feedback about this manager who is definitely damaging the reputation of this cafeshop.

At 07:30 Morning i was in costa coffe in ibis style hotel in sharjah . Staff rejected to serve me . He asked me to wait 10 minutes. Because is he is new there and he can not make the coffe.

I can not wait 10 minutes. Because already late for my work cause of costa coffe. Cause i like this coffe . So i give 15 minutes from time to have coffe but not to late cause of staff is new.

You have to ask staff to be there at 07:00 morning in there work. Same as dubai.

Thanks
Mohammed

Good Afternoon,

We have just returned home after a really disappointing coffee experience in Bath on one of our rare mornings off duty today. We are very sorry to feel so disappointed in your service that we felt moved to submit a complaint to you. Unfortuntately it was about a number of different, unrelated events that we experienced:
1. There was no welcome from the barista, who was working flat out as he appered to be the only staff member on duty at the time (09h45 on Tues 11 June 2019).
2. The toilets were in a disgusting state, smelly, dirty, with excrement left smeared on the toilet bowl (inside the bowl, fortuntatly), and no toilet paper in either dispenser.
3. The window-facing high tables were filthy - so much so, that I had to use the cleaning rag and cleaning spray to clean them before we could put our tray on the table. There were trays with dirty empty cups etc all over the cafe.
4. The Barista informed us that Military Discount was not available at his till. We are both eligible for Military Discount, and have enjoyed this at every other Costa Coffee store we have ever been to (and we have been to many on our various duty travels!).

You are no doubt aware of the important role that coffee (in particular, Costa Coffee) plays in the execution of Military duty, both on and off camps/deployments. So it is with respect and politeness that we request your urgent review of the Stall Street Costa Cafe with a view to adequate compensation to us for both our unpleasant experience and the bother of writing to let you know that there is much to be improved in this particular cafe.
We look forward to hearing from you soon, Yours sincerely, Suzanne and Rob LEA

On the 9th June 2019 we stopped at Cambridge Services Costa Coffee. Unfortunately we were told the dishwasher had broken down so no cups, plates, spoons etc were available.
Worryingly, we were not given a receipt for our order of two medium skinny lattes, one bacon bap, one tuna melt, carrot cake and chocolate tiffin even though we asked for it.
It was an extremely disappointing meal especially as the two male staff were very grumpy and not customer friendly. Having gone to my local Costa today I have noticed from my receipt that my points were not allocated to my reward card.

Whilst eating my food it was also extremely worrying that one member of the staff appeared to be going through the till handling pound notes, when there were no customers about.

On May 28 at around 9pm I ordered 3 Chicken Tandoori's and 2 chocolate cakes. The sandwiches were burnt on the bottom and inside the bread that was still dough. It was disgusting. When I called to complain I explained to the worker how the standard of food has decreased tremendously. He simply transferred me to another extension. I was on hold for the longest time to find out that I was transferred to KFC complaints line. I called several times again to ask to speak to a manager but the person who answered stated that is not how complaints work. I will never visit or order from any of your chains again and will share this story. Eventually, they will do this to many people and you will lose business with the "I don't care attitude." It's not my loss.

I have been into your costa coffee shop this morning, in Knowle W Midlands. I ordered tea, 2 mango passion fruit coolers, 1 bottle of coke and 2 ham and cheese toasties. My tray had on it a coffee which I didn't order. I said to Georgia the assistant " I didnt order a coffee". her reply was " You did".I was very surprised at her aggressive attitiude. I didn't order a coffee as I dont drink coffee, which is why I ordered tea! Kealeigh, who was making the drinks turned on me and said you DID order a flat white I heard you. She was also very aggressive with her attitude. I am not used being spoken to like a naughty child. It was very embarressing for the other customers as well as myself. I asked if it was on my bill as she didn't give me a receipt or ask me if I wanted one. Her reply was of" course it is, you ordered it". My reply yet again was "No I didnot"
Eventually. after holding my ground Georgia did reimburse me the cost of the flat white. You really have a training issue here with your customer service in this shop and I expect you to deal with it promptly
My costa card number is [protected] 8

we visited your lewes shop today for latte and a sandwich the ...once seated I noticed how grubby and scruffy the shop actually was.
My husband ordered and asked for another latte glass as he noticed that the glass the server picked up was dirty
There were two servers and many uncleaned tables with trays that customers ...including myself had to move to be able to sit without an uncluttered table.
The female staff member helped herself to a bottle of coke from the open fridge and swigged it through the shop .
I thought the when experience was unprofessional and the whole shop experience was unclean and lacked experience and a sense of friendliness and professionalism

I received and e-mail from you asking how my recent visit went at Costa Coffee at the NIA Birmingham and to complete a survey. Firstly I wanted to send you the e-mail below.

A group of us came in for coffee as we as many thousands of others were attending to see Take That, must have been a busy day for all concerned, including yourself.

What has really annoying and very frustrating my friends and I is, we bought our drinks and five minutes later I needed to nip to the loo. On the door is a big sign saying "these toilets are for customer use only" fine totally agree. However, there were already 4 people waiting and there was a member of your staff finishing moping the other toilet. She then closed and had trouble locking the door. I looked down the line and there were now 9 people in the queue waiting to use your toilets. The only one being open was the one for disabled and customers wanting to change children, far from ideal when you think about it if they need the facility, or anyone else for that matter if they are no able to hold it in until they were able to use it as not everyone would give up there space if they had been waiting so long.

So I asked the member of staff if she was closing the toilet and she just said yes so l asked if it was broken and she said no. I replied even though the shop is open for another hour there are customers waiting to order drinks and a big queue of people waiting to use the toilets you are still closing the toilet? she said I'm just doing what I was told.

I pointed to the sign saying well clearly you are happy to take people's money but not let your customers use the toilet which clearly states its for their use. She again said l am doing what I've been told to save time at the end, shrugged and moved the bucket to the side, not really seeming to care and went in to the back kitchen bit ( The mop and bucket of dirty water, should this be left in the coffee shop itself considering people are eating and drinking in there and the mop has just cleaned the toilet?). This did annoy me and my friends further as working for the NHS we were thinking infection control issues. l then suggested that she go and speak to the person who told her to close the toilet an hour before closing on a very busy night, that customers who have paid their money and have a right to use them are not able to and explain the situation, although they could all see the toilet queue as well as the queue for drinks etc., clearly that queue was more important.

the queue was getting bigger and you could clearly hear people moaning. A good ten minutes later the other toilet door was unlocked. I just think you should know about this as we were all shocked that this would happen in your establishment. If the toilet was broken then it would be acceptable (providing there was a sign to say it was broken) but the toilets should be available to all of your customers until the close of business surly. None of use were at all impressed with this store or the response from the staff member.

Many thanks

Amanda McDonald
8 Albion Street
South Wigston
Leicester
LE18 4SA

This is for the second time I am having to go thru spillage due to poor cup quality. As a loyal costa customer I bought my morning cold coffee at Raipur airport. As soon as I carried not even 10 steps from counter and I spilled coffee on my entire cloths as cup buckled. Incidentally I did check before hand with attendant to try and put it in hot coffeee cup as those are with better grip.